CUSTOMER SERVICE & SALES APPRENTICESHIP AT CMT GROUP

CMT Group is seeking a Customer Service and Sales Specialist to collaborate with the customer, sales, and operations teams. In this role, you will manage orders from placement to successful dispatch, foster strong customer relationships through excellent service, and ensure swift resolution of any customer service issues.

SPECIFIC VACANCY REQUIREMENTS:

• Proven experience within Sales administration, Sales support, and/or Customer Services.
• Hands on experience with CRM software and MS Office (Microsoft Excel in particular)
• Understanding of sales performance metrics.
• Excellent organisational and multitasking skills.
• A team player with high level of dedication.
• Ability to work under strict deadlines in a fast-paced environment.
• Exceptional interpersonal and customer service skills.
• Familiarity with sales reports and sales records.
• Excellent written and verbal communication skills.
• Excellent organizational and time management skills.
• Strong attention to detail and accuracy.
• Ability to work independently and collaboratively in a team.
• Ability to prioritise tasks and work under pressure.
• Knowledge of Order Works would be advantageous, but not necessary, as full training will be provided.

WHAT TRAINING WILL THE APPRENTICE TAKE AND WHAT QUALIFICATION WILL THE APPRENTICE GET AT THE END?

The successful candidate will obtain a Level 3 Customer Service & Sales Apprenticeship standard qualification
Each apprentice will have their own dedicated tutor who will conduct monthly remote tutorials and reviews, providing continuous support throughout the apprenticeship program. Depending on the apprentice’s needs, the frequency of these sessions may vary.

• Efficient handling, and processing of customers’ orders received by telephone, email, and quote converting via the IAMs/ASMs, including overseeing the entire order process through to delivery, to ensure full customer satisfaction.
• Making calls to customers to keep them informed of the anticipated delivery date/s of their order/s.
• Making calls to customers and assisting them with alternative product choices when a specific item is out of stock.
• Contacting customers to obtain missing information, and to answer queries.
• Maintain and update sales, and customer records.
• Communicate important feedback from customers to the relevant department internally.
• Arranging for special items, and direct deliveries to be ordered, and codes for those items to be produced.
• Assist customers with transport options, and costs, including VIP orders when required.
• Supporting the appointed IAM, and ensuring all orders received are processed daily, and customers are informed by telephone/email of the delivery date of their order/s, including any other administrative tasks, if requested.
• Check all open orders specific to your appointed IAM and keep them updated with delivery dates.
• Check the goods in system daily to review dates for incoming products, and liaise with the operations co-ordinator on specials, works orders, and to ensure you are fully up to date on sales order delivery dates.
• Support the Customer Service manager with any projects or tasks required.
• Proactively assisting the IAM’s with order processing, calling customers, and following up on emails.
• Get a full understanding on all other aspects of sales administration, customer services, manufacturing, including print, embroidery and signs, to enable you to fully support and advise, in any capacity, across the team.
• Build solid relationships with customers, and actively promote and upsell items.
• Stay up to date with new products introduced.
• Attend weekly team meetings, contributing, and possibly assisting with the production of reports.
• Completion of customer service queries (CMQ’s) through to effective resolution, including providing replacements due to damages, initiating credits, arranging returns, liaising with the warehouse on miss picks and the transport department on delivery errors.
• Managing and setting up works orders for clothing, signs and other manufacturing items.
• Scheduling the works order planner by liaising with warehouse and the wider CS team to ensure priorities are matched with resource available.